Customer Success Manager (H/F) - AIRBUS CUSTOMER SERVICES SDN BHD

AEROCONTACT; Sepang; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading company is seeking a Customer Success Manager to enhance customer experience through effective digital strategies and consultative engagements. This role involves managing customer communications, ensuring satisfaction, and collaborating internally to maximize the value of Airbus's digital offerings.

Qualifications

• Strong understanding of customer needs and market trends.
• Fluency in latest technology trends.
• Experience in project management and systems integration.

Responsibilities

• Manage customer interface for digital solutions.
• Ensure customer satisfaction and lead project teams.
• Advise customers on contracted digital solutions.

Skills

Customer Experience

Consultative Engagement

Project Management

Human-Centred Design

Systems Integration

Job description

Job Description:

The Customer Success Manager is responsible for driving the digital strategy for customers, providing superior customer experience through consultative engagements, and supporting Airbus business units in deriving value from Airbus digital offerings. The role requires a strong understanding of customer needs, market trends, design thinking, human-centred design, human-computer interaction, systems integration, program and project management, and aircraft systems, with fluency in the latest technology trends.

People in this role are de facto design leaders, innovative problem solvers, self-starters, delivery-oriented leaders, and strong collaborators who excel in a fast-paced environment.

Key Responsibilities:

1. Sole representative of the business line for external customer-facing communication.
2. Manage customer interface for all communications related to digital solutions from post-sales for project execution and ensure customer satisfaction.
3. Represent the business line to internal GAM representatives.
4. Support digital solutions consultative sales as a trusted strategic advisor, collaborating with marketing and under the responsibility of the Sales Manager.
5. Advise customers on the best use and functionalities of contracted digital solutions based on their business operations.
6. Ensure portfolio consistency in front of customers and within Airbus.
7. Review Statements of Work (SoW) in digital contracts regarding feasibility, cost, acceptance criteria, and invoicing.
8. Drive value assessment from pre-sales to adoption, monitoring customer usage to maximize value.
9. Build and lead project teams across Airbus organizations, ensuring compliance with internal and external regulations.
10. Execute digital solutions contracts within scope, time, cost, and quality constraints.
11. Drive customer acceptance of digital solutions and associated revenue realization.
12. Manage internal communication and reporting on digital services sales, contract execution, and customer feedback.
13. Negotiate with customers in collaboration with the Sales Manager regarding contractual issues and corrective actions.
14. Establish and maintain fair and trustworthy relationships with customers.
15. Ensure service level agreements and KPIs are in place, shared, and managed effectively.
16. Identify, anticipate, and mitigate risks that could impact contract execution, maintaining customer heat maps.
17. Optimize customer experience by analyzing lessons learned and feedback, advocating customer needs to portfolio management and development teams.
18. Serve as an escalation point for issues affecting customer satisfaction.
19. Identify upsell opportunities and promote add-on solutions in collaboration with Portfolio, Marketing, and Sales teams.
20. Contribute to engagement and communication plans.
21. Participate in concept sessions using ethnographic research and design thinking methodologies.
22. Partner with Solution Innovators and Digital Engineering to ensure proper implementation and manage the end-to-end customer experience.
23. Uphold Airbus Values, Leadership Model, and Code of Conduct, promoting awareness and exemplary behavior.
24. Perform any other tasks as directed.

This role requires awareness of potential compliance risks and a commitment to act with integrity, supporting Airbus's reputation and sustainable growth.